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Posts: 1
Registered: ‎02-08-2019

Poor exchange experience

I went to a BestBuy store today and ask the customer service if I can exchange or return my Fitbit Versa which causes skin irritation. I asked the BestBuy employee if exchanging to a new one would help avoid skin irritation. He said it may and he processed the exchange for me. However, after it was processed, he notified me that there was a return warning and I need to call a 888 number to explain why I return this Fitbit Versa. I asked him why there is a warning and why do I need to explain the reason again as I have explained to him. He just told me I need to call that number. After calling the customer service, I will not be able to return anything within 90 days even if I am an elite plus member. As a result, if the new Versa still causes skin irritation, I won't be able to return. Also, they can't help me to cancel the exchange order. I'm very unhappy about this situation since I wasn't told anything about what would happen after return or exchange. If I have had been told I can't return, I wouldn't have requested an exchange. I have to seriously consider not to buy anything from BestBuy any more. This is truly disappointing!  


Posts: 972
Topics: 42
Kudos: 183
Solutions: 35
Registered: ‎11-23-2018

Re: Poor exchange experience

Hello, king11, and welcome to our online community!

Thanks for reaching out to our Forum support team. I also have skin allergies, and can understand how certain materials can cause flare ups and discomfort. We most definitely don't want this for our customers when it comes to products that can be worn, and I would be looking to return or exchange this item as well.


That being said, I apologize for any inconveniences you may have faced when attempting to return this in-store. I'd be happy to look into your return or exchange situation further if you could please Private Message me your full name, email, phone number, and 16-digit customer service number at the bottom of your receipt or your online order number. 


Also, I'm wondering if your new Fitbit Versa works for you and is comfortable?



Allison|Social Media Specialist | Best Buy® Corporate
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